Job Description:

The Customer Service Representative acts as a key point of contact between customers and internal teams. They ensure effective order management, delivery coordination, and follow-up on operational issues, while contributing to customer satisfaction and overall performance service level.

Responsibilities:

Key Responsibilities

- Enter customer orders
- Process orders based on customer priorities and operational constraints, including inventory, production, and transportation
- Schedule deliveries with our carriers
- Manage appointment scheduling for our customers' transportation needs through customer portals
- Answer phone calls and manage the email inbox for order follow-up
- Maintain proactive communication with key customers such as Costco, Loblaw, Walmart, and others to anticipate issues and manage priorities
- Collaborate with the sales, planning, production, and logistics teams to ensure efficient service
- Collaborate with the Finance department to follow up on unbilled orders at month-end




- Manage issues and handle customer complaints effectively
- Validate product availability and communicate delays or supply and production issues affecting customers through reporting and analysis
- Monitor delivery performance, including OTIF, and contribute to resolving gaps
- Identify opportunities to improve customer service processes and optimize workflows

Qualifications:

Desired Profile

Excellent communication skills, both spoken and written

Ability to analyze and solve problems

Strong customer service orientation

Autonomy, attention to detail, and strong organizational skills

Good proficiency in Microsoft Office

Knowledge of the JDE system is an asset

Bilingualism in French and English, written and spoken

College diploma (DEC) in administration or a related field, or an equivalent combination of 2 to 3 years of customer service experience

📌 Customer Service Representative (Montreal)
🏢 KIK Consumer Products
📍 Montreal